CUSTOMER SUCCESS EXECUTIVE
Key Responsibilities
Onboarding & Hardware Deployment Support: Partner with Implementation Specialists and third-party installers to guide clients through the rollout of telematics hardware across their fleets. Ensure rapid time-to-value by ensuring devices are online and reporting data accurately. Platform Adoption & Training: Educate fleet managers, safety directors, and dispatchers on how to interpret telematics data, build custom geofences, configure real-time alerts, and navigate dashboards. Data-Driven QBRs: Analyze fleet telemetry data (e.g., idling time, harsh braking, fuel consumption) to conduct impactful Quarterly Business Reviews (QBRs). Deliver actionable insights that prove ROI and lower total cost of ownership (TCO). Compliance & Safety Advocacy: Assist clients in leveraging the platform to meet regulatory compliance standards (such as ELD, Hours of Service, and IFTA tax reporting) and improve fleet safety scores. Churn Mitigation & Renewals: Proactively monitor fleet connectivity metrics and account health scores to identify at-risk clients. Manage the commercial renewal cycle for your assigned portfolio. Account Expansion: Identify opportunities for software tier upgrades or hardware additions (e.g., adding AI dashcams to existing asset tracking accounts) and collaborate with Account Executives to close expansion deals. Because the role focuses on fleet telematics, the candidate must have the following skills set to drive platform adoption and retain clients.
- Industry & Technical Knowledge
Telematics & Fleet Management Experience: Understanding of telematics hardware deployment, asset tracking, and interpreting fleet data (e.g., idling, harsh braking, fuel consumption). Compliance & Regulatory Expertise: Familiarity with trucking and logistics regulations, specifically ELD (Electronic Logging Devices), HoS (Hours of Service). SaaS Platform Proficiency: Ability to master a complex software platform, configure geofences, set up real-time alerts, and navigate data dashboards.
- Analytical & Financial Acumen
Data Analysis: Ability to analyze raw telemetry data and translate it into actionable business insights. ROI Calculation: Competency in conducting Quarterly Business Reviews (QBRs) that demonstrate clear Return on Investment (ROI) and lower the Total Cost of Ownership (TCO) for clients. Health Monitoring: Experience tracking account health scores and fleet connectivity metrics to predict and mitigate churn.
- Customer Success & Commercial Skills
Onboarding & Project Coordination: Experience partnering with cross-functional teams (Implementation Specialists, third-party installers) to manage hardware rollouts. Training & Enablement: Strong instructional skills to educate diverse stakeholders, from corporate safety directors to fleet managers and dispatchers. Commercial Renewal Management: Proven track record of managing renewal cycles and maintaining account retention within an assigned portfolio. Preferred: A Bachelor’s Degree in Business Administration, Information Technology, Computer Science, Supply Chain/Logistics, or a related field. Alternative: An Equivalent combination of education and experience, such as an Associate's degree or high school diploma paired with 5- 10+ years of direct experience in SaaS customer success, fleet logistics, or the telematics industry. Account Expansion & Upselling: Ability to identify growth opportunities (e.g., software upgrades, adding AI dashcams) and partner with Account Executives to close expansion deals.
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section